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Hi!

I have had several calls with O2 over the last 2.5 weeks to get a resolution on the move of my Internet contract. I am unable to do so online. Here’s the response of the O2 customer representatives across the last 2.5 weeks

  1. Call 1 : The move is possible. We will do it for you, and now it’s done. You will see it online in 48-72h.
  2. Call 2 : You have not done the move. We can not see it online, we will do it again now. You will see it online in 48-72h.
  3. Call 3 : We still can not see it online. We will do it again and now it is done, final. You will see it soon
  4. Call 4 : Hmm, we can see your request online but it not possible to move. Please send your new address registration for contract cancellation
  5. Call 5 : Well, your move is possible. I will confirm with the technician and send you the a confirmation by e-mail.

Now, I have yet not received the confirmation. I would like to get a simple confirmation if the move is possible or not via an e-mail or letter in the next 14 days. If it is not possible, I would like to cancel my contract on 31.01.2022 immediately. I have spent several hours and I don’t think this should be that conflicting : -)

 

Status of the move from O2 website for last 2.5 weeks

O2 website says Internet Connection Possible on 23.11

 

O2 website says “Different” now

Edit: Rufnummer anonymisiert - o2_Kurt

Here’s the status of the Move since 3 weeks.

 

Edit: Rufnummer anonymisiert - o2_Kurt

Hello @kexler,

I have had a look into your issue, we have received the information that your new adress is not connected to the DSL network of Deutsche Telekom. Is it a new building maybe? Are you the owner or a tenant?

Best regards

Giulia

Hello @kexler,

I have had a look into your issue, we have received the information that your new adress is not connected to the DSL network of Deutsche Telekom. Is it a new building maybe? Are you the owner or a tenant?

Best regards

Giulia

Thank you @o2_Giulia for the confirmation. Yes, it is a new building and I am the owner. 

 

Since, the move is not possible - how do we terminate our contract? I want it to end on 31.01.2022 the last date at my current address. 

Hello @kexler,

please submit your extraordinary cancellation in writing by letter to Telefónica Germany GmbH & Co. OHG, Kundenbetreuung, 90345 Nürnberg or via Fax: 01805571766. A copy of your new registration certificate from the residents' registration office is required as proof.

Best regards

Giulia

Hello @kexler,

please submit your extraordinary cancellation in writing by letter to Telefónica Germany GmbH & Co. OHG, Kundenbetreuung, 90345 Nürnberg or via Fax: 01805571766. A copy of your new registration certificate from the residents' registration office is required as proof.

Best regards

Giulia

Can you refer me to the template of the letter?

Hello @kexler,

we don’t have a template for extraordinary cancellations, an informal letter including your customer or landline number is sufficient. Please don’t forget your signature.

Best regards

Giulia

Hello @kexler,

we don’t have a template for extraordinary cancellations, an informal letter including your customer or landline number is sufficient. Please don’t forget your signature.

Best regards

Giulia

Thanks. The registration from the resident’s office can only be done after moving in. How will that work out for a cancellation? I hope I will not be charged for the month of February 2022.

Hello @kexler,

the registration certificate is mandatory for an extraordinary cancellation. I ask for your understanding that an early termination of your contract is not possible without appropriate evidence.

Best regards

Giulia

Hello @kexler,

the registration certificate is mandatory for an extraordinary cancellation. I ask for your understanding that an early termination of your contract is not possible without appropriate evidence.

Best regards

Giulia

That’s fine @o2_Giulia I get the need for evidence. The fact is that you can not get a registration certificate until you move into the apartment - that’s the law. Are you telling me that you will cancel once I move in and not charge me for February 2022?

Hello @kexler,

the notice period for special terminations due to relocation to an address without DSL availability is one month. Therefore, there will still be another invoice after submitting the registration certificate.

Best regards

Giulia

Hello @kexler,

the notice period for special terminations due to relocation to an address without DSL availability is one month. Therefore, there will still be another invoice after submitting the registration certificate.

Best regards

Giulia

Ok.

I have sent a post with a copy of my registration certificate. Based on your response, the contract should end on 31.01.2022. If not, please let me know.

Hi @kexler ,

 

it depends on the timeframe in which our co-workers are processing your documents. We can’t promise that specific date, but chances are good that they`ll wil ahndle your cause before the deadline at the end of the month.

Best reagrds,
Kurt

Hi @kexler ,

 

it depends on the timeframe in which our co-workers are processing your documents. We can’t promise that specific date, but chances are good that they`ll wil ahndle your cause before the deadline at the end of the month.

Best reagrds,
Kurt

I received a message today that they are handling my case. I had specifically written in my letter that the contract should be terminated on 31.01.2022. I would expect that to be confirmed considering I have given you all required information as asked by you.  

Hello @kexler,

I had a look into this, you should recieve a confirmation shortly :-)

Regards,

Lars

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